AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ60

Implement channels

A company uses persistent chat and messaging channels in a contact center and needs tighter conversation lifecycle control to keep queues clean and customer service representative workloads current.

The requirements are:

  • Conversations that stay in a waiting status without customer engagement must automatically close after a defined period.
  • Chat conversations that enter wrap-up must automatically close after a business-defined custom time limit.

Configure the channels to meet these requirements. Which action should be performed for each requirement?

Select
Close conversations after non-engagement in waiting state.
Change auto-close duration for wrap-up state.
Explanation

For persistent chat and asynchronous channels, the workstream’s Auto-close after inactivity setting closes conversations that remain inactive in the Waiting state. The automatic closure duration for a chat conversation in Wrap-up is held in the channel-state configuration and can be changed through the Web API; this is distinct from the workstream setting that controls waiting-state inactivity.

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